On-Hold Message System

ABSTRACT

A programmable in-the-skin or intelligently connected message on hold delivery system is disclosed which comprises a message storage system and a processor for generating prompts which are transmitted to a control device. The prompts are received at the control device and allow an operator to select from a number of options in order to select, among other things, certain ones of the messages stored on said message storage system for playback, as well as the sequence in which said messages are to be played back. The message playback devices are each provided with one or more libraries of messages, and comprise at least one or more audio and/or visual advertising messages. Said system enables the user to start a pre-recorded audio or visual message at the beginning each time a caller is placed on hold in the telephone system.

CROSS-REFERENCE

This is a continuation of U.S. patent application Ser. No. 13/600,852,filed Aug. 31, 2012 (Pending), which is a continuation of U.S. patentapplication Ser. No. 11,783,188, filed Apr. 6, 2007 (U.S. Pat. No.8,259,912 issued Sep. 4, 2012), which is a continuation of U.S. patentapplication Ser. No. 10/345,413, filed on Jan. 16, 2003 (Abandoned),which in turn claims priority under 35 U.S.C. §119(e) to U.S.Provisional Patent Application Ser. No. 60/349,236, filed on Jan. 18,2002 (Expired), the disclosures of which are incorporated by referenceherein in their entirety.

FIELD OF INVENTION

The invention is related to on-hold message systems for businesstelephone systems. More specifically, the invention relates to anintelligent integrated message on-hold system that allows a user,connected through an intelligent interface, to store and randomly accessselected pre-recorded messages with a variety of options for playback ofthe messages when callers are placed on hold. Additional featuresinclude, but are not limited to, the ability to start the stored messageat the beginning of the message each time a call is placed on hold ifdesired.

BACKGROUND OF THE INVENTION

Many businesses use music or audio promotions of products or serviceswhile the customer is placed on-hold and waiting for assistance. Mostexisting telephone systems use externally connected tape players,digital announcers or CD players as the audio source. These externalaudio sources are connected through a port on the telephone system andare referred to as “dumb connections.” They are called dumb connectionsbecause there is no ability to interact, or program the external audiosource.

A prior art message on-hold (MOH) telephone system is disclosed in U.S.Pat. No. 5,870,461 to Hazenfield (the '461 patent), the entire contentsof which are expressly incorporated herein by reference. The MOH systemdisclosed in the '461 patent provides the ability to add or deleteindividual audio messages from a playlist and to change the playsequence of messages stored within the business telephone system.Another prior art MOH telephone system is disclosed in U.S. Pat. No.5,991,374 to Hazenfield (the '374 patent) the entire contents of whichare expressly incorporated herein by reference. The '374 patentdiscloses a programmable on-hold message system for controlling theplayback of messages in music on-hold compatible telephone systems byproviding the user with a geographic user interface for control ofmessages and track selection. The system is intelligent but interfacesto the telephone system through a dumb connection.

What does not currently exist is an MOH system which can be accessedfrom any general purpose computer, dual-tone multi frequency (DTMF)telephone or digital electronic terminal. Such a system could provideplay-lists of messages from a library of messages contained on a localstorage unit, located within the telephone system, i.e., as anintegrated feature of the business telephone system. By incorporating anintelligent interface to the business telephone system, an operatorcould modify the playlists by adding messages, deleting messages, orchanging the order of messages in each playlist. Furthermore, in such asystem, it would be advantageous to be able to assign differenttelephone extensions within a business phone system to particularplaylists when callers calling those extensions are placed on hold. Inthis manner, callers calling an engineering department of a company, forinstance, could hear messages related to engineering. Callers callingextensions in a sales department could hear messages related to recentproduct offerings. It would further be advantageous to extend thefeatures of such a system to allow two (or more) companies to share aphone system but provide separate messages to be played to the callersplaced on hold for each company sharing such a system. Furthermore, themessages related to the two (or more) different companies could beassigned to different playlists, with callers calling a first companylistening to messages related to the first company, callers calling asecond company listening to messages related to the second company, andso on. Furthermore, it would be advantageous to provide the ability tostart the messages at the beginning of the tracks, instead of at randompoints within the tracks, as is found in the prior art.

The above objectives are met and other advantages are realized in amethod and system according to the present invention, in which messagesare stored in and retrieved from one or more message libraries, eachlibrary containing one or more messages. The message playback system iscapable of generating audible and/or visual prompts to assist anoperator to select various options in order to change message playbackparameters. Among the parameters which can be changed are a playlist fordetermining a sequence in which messages are played, and an extensionlist or trunk (telephone line) list for determining which messagelibraries are associated with various extensions or telephone lines.

SUMMARY OF THE INVENTION

In accordance with an aspect of the present invention, a programmablemessage delivery system is provided which allows operators to specifymessage sequences that are to be played at one or more sites via atelephone system. The message delivery system allows for storing aplurality of messages and for controlling at least one or more of thestored messages. The message delivery system allows the operator to makeseveral choices. These choices include selecting which message(s) in amessage library is (are) to be played; the sequence in which themessages are to be played; which telephone extensions are to beassociated with a particular message library; and a system and methodfor implementing these choices.

In accordance with yet another aspect of the invention, the interfacebetween the user and the message delivery system is a digitalproprietary terminal, a telephone instrument, or a general purposecomputer connected via a network (which can be the Internet, anintranet, LAN, WAN, or public or private phone line (wireless or wired))to a business telephone system. If, for example, the user interface is ageneral purpose computer accessing the message delivery system via theInternet, prompts generated by the message delivery system, comprise webpages viewable on the general purpose computer having a web browser. Anoperator accesses the web pages via the computer and makes selectionsvia an input device such as a mouse or keyboard. The choices arecommunicated back to the message delivery system.

In accordance with a further aspect of the invention, the communicationlink is a telephone network, and the remote communication device is astandard DTMF telephone. A remote operator accesses the message deliverysystem by calling the telephone number assigned to the message deliverysystem. The processor of the message delivery system then generatesaudio prompts which are transmitted to the operator over the telephonenetwork. The operator is able to make selections by pressing appropriatekeys on the DTMF telephone. The operator's selections are transmittedback over the telephone network and received by the message deliverysystem. The operator's selections are then implemented by the messagedelivery system.

In accordance with still another aspect of the present invention, theprocessor of the message delivery system is programmable to generateprompts which allow a user to select a message from the messagedirectory and to display a full text script of the message, or listen toat least a portion of the message.

In accordance with yet another aspect of the present invention, theprocessor of the message delivery system is programmable to receivecontrol signals from a communication device and to implement selectionsrepresented by the control signals, such selections affecting parametersof the message delivery system, such as whether any messages should bedeleted, the sequence in which messages are to be played, and whichmessage libraries are associated with certain telephone extensions ortelephone lines connected to the business telephone system.

In accordance with still another aspect of the present invention, thetelephone system is able to start a pre-recorded message at thebeginning of the message when a caller is placed on hold. Additionally,a further aspect of the invention allows the user of the messagedelivery system to store one or more messages and recall these messagesusing a set of commands from within the telephone system and store themessages, preferably, within the body of the phone system, or externallywith an intelligent connection to the message delivery system.Furthermore, video and/or multimedia messages maybe displayed to callerswith appropriate phone or communication systems, when they are placed onhold.

BRIEF DESCRIPTION OF THE DRAWINGS

The novel features and advantages of the present invention will be morereadily apprehended from the detailed description of the preferredembodiments which follows, when read in connection with the appendeddrawings, which form a part of this original disclosure, and wherein:

FIGS. 1A and 1B are schematic block diagrams of alternative embodimentsof a programmable integrated message on-hold delivery system constructedin accordance with an embodiment of the present invention;

FIG. 2 is a schematic block diagram of a intelligently connected messageon-hold playback device constructed in accordance with an embodiment ofthe present invention and connected to a conventional message on-holdcompatible telephone system;

FIG. 3 illustrates a block diagram representation of an administrativeand message database table used in conjunction with an embodiment of theinvention;

FIG. 4 illustrates a block diagram representation of a message playlistdatabase table used in conjunction with an embodiment of the invention;

FIG. 5 is a representation of a graphic interface for use in a messageon-hold system according to an embodiment of the invention;

FIG. 6 illustrates a block diagram representation of a graphic interfacefor use in the message on-hold delivery system for selecting messagesfor a playlist via a message on-hold website;

FIG. 7 illustrates a block diagram representation of a graphic interfacefor use in the message on-hold delivery system for programming aplaylist via a message on-hold website; and

FIG. 8 illustrates a schematic block diagram of a general purposecomputer for accessing the pre-recorded on-hold messages in accordancewith an embodiment of the present invention.

DETAILED DESCRIPTION

The various features of the preferred embodiments will now be describedwith reference to the drawing figures, in which like parts areidentified with the same reference characters. The following descriptionof the presently contemplated best mode of practicing the invention isnot to be taken in a limiting sense, but is provided merely for thepurpose of describing the general principles of the invention.

FIGS. 1A and 1B are schematic block diagrams of alternative embodimentsof a programmable integrated message on-hold delivery system constructedin accordance with an embodiment of the present invention. FIG. 1Adepicts both an intelligently connected message on-hold playback device(IC MOH playback device) 200 and an integrated message on-hold playbackdevice (IMOH playback device) 1 as part of a message on-hold deliverysystem 100. Either IC MOH playback device 200 or IMOH playback device 1,in conjunction with business telephone system 2 and the other elementsshown and described below comprises a message on-hold delivery system100. “Intelligently connected” means that the playback devices (i.e.,message memory or storage devices) have an integrated microprocessor andinput/output communication hardware, which further means that they canreceive instructions, store instructions and act upon those instructionsat the present or some later time. IMOH playback device 1 has the samefeatures as IC MOH playback device 200, but is instead built withinbusiness telephone system 2, perhaps as a computer card, or othersimilar type of hardware design that achieves integration within thephysical framework of business telephone system 2. Either IMOH playbackdevice 1 or IC MOH playback device 200 communicates with businesstelephone system 2, for the playback of messages to callers within thebusiness telephone system while placed on-hold. The term “message” usedherein refers to music, advertisements or other recorded audio ormulti-media messages, which can be played for a person whose telephoneor video call has been answered by a human or auto-attendant device ofthe business telephone system.

The message on-hold delivery system 100 of FIG. 1A comprises either IMOHplayback device 1 or IC MOH playback device 200, business telephonesystem 2 (which is a conventional message on-hold (MOH) telephonesystem), external message storage devices 13 (tape, CD ROM, externalhard drive 12), network computer 11 (with various memory devices),network 40, interfaces between components and remote devices 60. Network40 and remote devices 60 each comprise many different types of devices,which will be discussed in detail below. External message storagedevices comprise a tape player, CD ROM and/or external hard drive 12 andthe memory located within or attached to network computer 11.

As shown in FIG. 1B, internal message on-hold (IMOH) playback device 1comprises a processor 4, memory 6 and input/output hardware 8. In bothIMOH playback device 1 and IC MOH playback device 200, programinstructions are stored within their respective memory devices whichenable the processors within to perform the process of a message on-holdsystem. It is well known in the art that such instructions may be storedin suitable and appropriate memory.

Remote devices 60 of message on-hold delivery system 100 comprise a cellphone 24, a digital telephone 26, a general purpose computer (computer)28, an analog telephone 30 and/or a personal digital assistant (PDA) 32.Network 40 comprises a LAN 34, a WAN 36, the Internet 38, a privatephone network 44, a cellular phone network 46, a satellite phone network48 and/or a public switched telephone network (PSTN) 50. These can beused singularly or in various combinations with each other. For example,cell phone 24 will most certainly interface with cellular network 46,which may then interface with PSTN 50. Or, PDA 32 can interface directlywith cellular network 46, or through computer 28, which then mightinterface with PSTN 50 to connect to business telephone system 2.Because computer 28 (as well as cell phone 24 and PDA 32) can be usedwith the Internet, a web browser might be available as an interface tomessaging on-hold delivery system 100. Additionally, there might be aprivate phone network 44 which is a final network within the “walls” ofthe business such that all other networks interface directly to it. Adiscussion of all possible means of interfacing remote devices 60 withbusiness phone system 2 is beyond the level necessary for anunderstanding of the present invention. It is generally known, andunderstood by those skilled in the art, that any of those remote deviceslisted, or which in the future become available to the public or privatesector to use, can be used in accordance with the system and methods ofthe invention, and an intimate understanding of how these communicationswork is not needed to understand how the present invention works.

FIG. 2 is a schematic block diagram of an intelligently connectedmessage on-hold playback device constructed in accordance with anembodiment of the present invention and connected to a conventionalmessage on-hold compatible telephone system 2. Intelligently connectedmessage on-hold (IC MOH) playback device 200 comprises a processor 202,memory 206 and input/output (I/O 204). Note that in FIG. 1A, IC MOHplayback device 200 is shown with a connection to both network 40 anddirectly to business telephone system 2. In the former case,communications to and from IC MOH playback device 200 are throughnetwork 40, which might include a LAN 34 (FIG. 1B) and/or a privatephone network 44. In this case, the network computer 11 will facilitatecommunications. In the latter case, IC MOH playback device 200 willcommunicate directly with business telephone system 2. Memory 206 willhereinafter be referred to as an external message storage device 13.External message storage devices 13 include not only external harddrive/CD ROM and tape, but also the memory component of network computer11. Essentially, any message storing memory device that is notphysically located within business telephone system 2 is considered tobe an external message storing device 13. Any message storing memorydevice 15 physically located with business telephone system 2 isconsidered to be an internal message storage device. Any and all of thememory devices are capable of storing messages for use in the messagingon-hold delivery system 100, and can be accessed by the businesstelephone system 2 when the playback of messages for on-hold callers isnecessary.

Referring back to FIG. 1A, remote devices 60 are capable of controllingthe playback and programming of messages. Although an apparentlyexhaustive list of remote devices and network systems has beenpresented, it should be realized by those skilled in the art that othercombinations of network types and remote devices 60 are contemplated tobe within the scope of the present invention. Messages can be stored inany of the external message storage devices 13 and/or internal messagestorage devices 15. Internal message storage devices 15 might alsocomprise an integrated circuit chip, such as a random access memorystorage device or even a read-only memory (ROM) storage device. Messageon-hold delivery system 100, which also comprises executable softwareinstructions located within memory 206 of IC MOH playback device 200 andmemory 6 of JMOH playback device 1 (as well as the associatedaforementioned hardware) can access any of the internal message storagedevices 15 and external message storage devices 13, to obtain specific,individual pre-recorded messages as necessary. Through the use ofnetwork 40 and remote devices 60, members of the business (or multiplebusinesses for a shared message on-hold delivery system 100) that ownmessage on-hold delivery system 100 can record or download new messages.

In accordance with the present invention, both playback devices 1, 200utilize internal and external message storage devices 13, 15 to storeheader information pertaining to each message stored in the storagedevice, such as a message number, an alphanumeric message title, etc.Header information can be accessed by the processors 4, 202 to generateprompts which are transmitted to one or more of the remote devices 60 toinform the operator which messages are available in external andinternal message storage devices 13, 15. Header information may also beused by processor 4, 202 to define playlists, and the number and contentof playlists may also be conveyed to operators using one or more ofremotes devices 60. Furthermore, processors 4, 202 can transmit at leasta portion of each message to any of remote communication devices 60 tofurther assist an operator of the system in identifying messages andconfiguring the playlist (i.e., for use in previewing the storedmessages).

Thus, in accordance with the present invention, both playback devices 1,200 can be programmed by operators using any of remote devices 60 toselect and play messages stored in memory within (or accessible to) eachplayback device 1, 200 in the business telephone system 2. Furthermore,message on-hold delivery system 100 simplifies the process of selectingmessage playlists and allows an operator to more effectively maintain apromotional program for customers placed on-hold.

Processors 4, 202 of message on-hold delivery system 100, are eachprogrammed to generate prompts based on existing data structures. Thisallows operators to define and update message playlists and any othernecessary parameters related to the configuration of the messages viaremote communication devices 60. The data structures stored in bothplayback devices 1, 200 comprise identification codes corresponding toeach message stored in either playback device 1, 200 (or memoryaccessible to each); playlists currently in use; telephone extensionsconnected to business telephone system 2 that are associated with eachplaylist, and alternate playlists (e.g., playlists having futureeffective dates), among other data. Additionally, processors 4, 202 arealso programmed to provide an interface by generating prompts which aretransmitted to all or any of remote devices 60 for guiding an operatorwhen making changes to the configuration of messaging on-hold deliverysystem 100 (e.g., defining a new playlist or modifying existingrecords).

If remote communication device 60 is computer 28 with a standard webbrowser, then both playback devices 1, 200 will be configured togenerate prompts as HTML web pages to be displayed in the browser windowof computer 28. Playback devices 1, 200 will also be programmed torespond to input from computer 28, such as data entered via a keyboard,keypad, or clicks of a mouse. Alternatively, if the remote device 60 iseither digital telephone 26 or analog telephone 30, external andinternal message storage devices 13, 15 will be configured to generateprompts in the form of audio messages which are heard by the operator ofthe telephones 26, 30 (audio prompts may also be configured to be sentto computer 28, and possibly PDA 32, if operating through the Internet).The prompts will provide guidance to the operator, includinginstructions on pressing certain telephone keys to cause certainactions. Playback devices 1, 200 will be further adapted to receiveresponse signals from the telephones 26, 30 based on keys which arepressed by their operator(s).

FIG. 3 illustrates a block diagram representation of administrative andmessage database tables used in conjunction with an embodiment of theinvention. Playback devices 1, 200 of messaging on-hold delivery system100, store various data structures in database tables. Administrativetable 310 includes data such as software version data 312 (i.e., theversion of software running on playback device 1, 200), configurationdata 314 (i.e., the date and time when the configuration of playbackdevice 1, 200 was last programmed) and status data 316 (i.e., when thestatus of playback device 1, 200 was last read).

In addition to administrative table 310, playback devices 1, 200 storemessage tables 320. Each message in message on-hold delivery system 100is preferably defined in a separate message table 320. Thus, in FIG. 3,the message table is denoted as “320(n)” the “n” indicating a number ofthe message table, which can be unlimited, but in a practical sense willbe limited by memory storage costs, etc. Message table 320 defines asingle message currently in existence in each playback device 1, 200 ofmessage on-hold delivery system 100. Changes to message table 320(n) mayoccur when individual messages are added to, deleted from, or modifiedwithin, playback device 1, 200.

Message table 320(n) comprises a plurality of fields, some of which areinteractive, for storing and/or retrieving information about theparticular message. This information includes: message code 321 (whichuniquely identifies that message); descriptive title 322 for the message(i.e., header information, discussed above); library number 323; tracknumber 324 (i.e., the actual track number on internal or externalmessage memory storage devices 13, 15 that contains the audio and/orvideo data); message text 325 (for storing the text of the message forgeneration, if desired, on the screen of computer 28); date data 326(the date on which the message was recorded); multimedia flag 327 (whichis an identification of either an audio or multimedia file version ofthe message, which can be transmitted to an appropriate remote device 60for playback); message preview 328 (which will preview the message withan appropriately connected remote device 60); and timing data 330, whichfurther comprises introduction time 331, reading time 332 and trailertime 333 (all timing data is in seconds). The unique message codes inthe message tables preferably consist of a single number.

FIG. 4 illustrates a block diagram representation of a message playlistdatabase table used in conjunction with an embodiment of the invention.Message playlist table 400 is stored in memory within (or accessible to)playback devices 1, 200. Message playlist table 400 comprises threemajor sections: the first is message sequence field 402, the second ismessage data parameters 410 and the third is output parameters 420.Message sequence field 402 contains a list of the messages that comprisethe playlist. The “playlist” is, as its name denotes, a list of themessages that the message on-hold system will play when a caller isplaced on hold; however, within the structure of playback device 1, 200,the playlist is referred to as message playlist table 400(n). The “n”denotes that there may be a plurality of playlists created by anyoperator of messaging on-hold system 100). The messages in the messagesequence field 402 are listed according to their message table number(i.e., message table 310(1), message table 310(5), etc.). The orderwithin message sequence field 402 is the order in which the messageswill be played. Thus, in FIG. 4, the message defined by message table310(1) will be played first, followed by the message defined in messagetable 310(5), etc.

The second section of message playlist 400 is data parameters 410. Dataparameters 410 include creation date 412, enablement date 414, scheduledstart date/time 416 and scheduled end date/time 418. The third sectionof message playlist table 400 is output parameters 420. In outputparameters 420, extension numbers 422 and/or telephone lines 424 arelisted which will play the message sequence defined in message sequencefield 402.

Various graphic and textual displays can be displayed on a messagingon-hold (MOH) website for remote devices 60 that are capable ofaccessing the MOH website and displaying these displays. Some remotedevices are capable of receiving textual displays only, and those remotedevices 60 will be discussed below. The principal aforementioned remotedevice 60 capable of displaying the graphic displays is computer 28, andpossibly PDA 32. The graphic and textual displays correspond to promptsgenerated by the message on-hold delivery system 100, and transmitted tocomputer 28. The graphic and textual displays are created in aconventional manner using, for example, relational database software,such that data entered into the fields on the screens are processed andstored to tables and are otherwise used to generate message playlists inthe message on-hold delivery system 100.

FIG. 5 is a representation of a graphic interface for use in a messageon-hold system according to an embodiment of the invention. Theprocessors in each of playback devices 1, 200 are programmed to generatea number of prompts to guide an operator through the process ofgenerating message playlists, as well as modifying existing playlists.The prompts generated by the processors of playback devices 1, 200 allowan operator to describe relationships between extension numbers 422 andtelephone lines 424 connected to business phone system 2, and messagetables 310(n) and message playlist tables 400(n) in both graphical(i.e., MOH website use) or audible terms, which are then recorded in thememory of playback devices 1, 200. If a MOH website is used, a number ofgraphic interfaces representing the display of prompts are depicted on aremote computer in FIG. 1. Of course, where visual prompts are describedin relation to a computer having a web browser, similar menu promptscould easily be generated and responded to, in the form of DTMF tones.As shown in FIG. 5, the processors of both playback devices 1, 200 areprogrammed to generate a log-on screen 502 which prompts the operator toenter the operator's name 504, an account number 506 and a password 508.Once a valid password 508 is entered and recognized as such, theprocessors of each playback device 1, 200 are programmed to generate amain window screen which is transmitted to the computer 28.

FIG. 6 illustrates a block diagram representation of a graphic interfacefor use in the message on-hold delivery system for selecting messagesfor a playlist via a message on-hold website. Referring back to FIG. 1,there was shown five graphic interfaces that operators having access toa MOH website might use: telephone lines 14, voice terminal extensions16, message library 18, playlist library 20 and voice Internet Protocol(IP) terminals 22. Message library 18, shown in detail in FIG. 6, showsa list, in window 602, of all of the messages available to the operatorby message title and number. Double-clicking on any message in the listor clicking on the button 604 opens its corresponding message table320(n) viewer screen. Message table 320(n) viewer screen allows theoperator to view message parameters, and along with the buttons inmessage library 18, to play a portion of the message through the remotedevice 60, and to accept and transfer the highlighted message forplayback from playback devices 1, 200 located at messaging on-holddelivery system 100. Window 602 shows all the messages available forselection. There are up/down arrow buttons for scrolling through theavailable messages. Clicking on button 604 will view (i.e., “open”) thehighlighted message table 320(n), so that the operator might see all therelevant data associated with the message. Button 606, when clicked,will transfer the highlighted message to the currently active playlist.A playlist can be chosen to be currently active in two ways: first, byusing window 610 to chose a playlist to become active (by doubleclicking, and confirming the selection), or, secondly, by using playlistlibrary 20, which will be discussed in detail below. When messagelibrary 18 first opens, window 610 lists playlists associated withplayback device 1, 200, and highlights the currently active playlist.Clicking button 614 then opens message playlist table 400(n), which isalso known as playlist editor 730, shown in detail in FIG. 7. Clickingon button 608 allows an operator of an appropriate remote device 60 tolisten to the message before selection, if desired. FIG. 6 shows theeffect of either clicking on button 604 or double clicking on ahighlighted message title in window 602 (corresponding to message table320(1)), which then opens message table 320(1) as window 612.

FIG. 7 illustrates a block diagram representation of a graphic interfacefor use in the message on-hold delivery system for programming aplaylist via a message on-hold website. Playlist library 20 is shown inFIG. 7. All available playlists are shown in window 702; double clickingon any one of them, or clicking the “view highlighted playlist” button704 will open its corresponding message playlist table 400(n), where “n”is the number of the playlist. Playlists in window 702 are listed byplaylist name and number (n). Clicking button 706 opens window 720, andshows all the playlists ever used (unless the history file is purposelyexpunged) with playback devices 1, 200. Clicking on button 708 displaysthe active playlist for playback device 1, 200 in window 712 (whenplaylist library 20 first opens, the active playlist is alreadyhighlighted). Clicking on button 710 transfers (after seekingconfirmation) the highlighted playlist to playback devices 1, 200 as theactive playlist. Clicking on button 714 deletes the highlighted playlistfrom playback devices 1, 200.

Window 712 is essentially the same window as seen in FIG. 4, i.e.,message playlist table 400. When viewed in playlist library 20, it isalso referred to as playlist editor 730. Playlist editor 730 indicateswhether or not a playlist has an effective transmission date, thetelephone extensions or telephone lines on which the playlist is to beplayed, as well as the messages in the playlist. Extension numbers canbe specified by clicking on the extension numbers box 422 in messageplaylist table 400(n), which will show a window that displays all theextension numbers a for locations associated with on-hold deliverysystem 100. These extension numbers can then be activated by beingselected and dragged to an “activate extension numbers” window, or bydouble clicking on each individual extension number and dragging it tothe “activate extension numbers” window. Alternatively, an “All” buttoncan be clicked to automatically list all telephone extensionshighlighted in the area 712. Messages can be selected by clicking themin the message library area 18 or on the message viewer screen (e.g.,screen 612). A remove button not shown is provided to remove selectedones or all of the messages in the current playlist 610. The entries inthe playlist area 12 can then be saved or canceled by clicking a “Save”button (not shown) or a “delete” button (not shown), respectively. Theplayback device 1, 200 is programmed to update its memory to reflectchanges made through the interaction of the various prompts transmittedand displayed in the form of screens on a remote computer or controldevice controlled by the operator.

As stated previously, processors 4, 202 of the playback 1, 200 areprogrammed to generate prompts to guide the operator in describingrelationships between messages, playlists, and telephone extensions andlines. The various prompts provide for a variety of transactions betweenthe message on-hold delivery system 100, playback devices 1, 200 and theoperator. FIG. 8 is a schematic block diagram of a general purposecomputer for accessing the message-on-hold pre-recorded messages inaccordance with an embodiment of the present invention.

The message on-hold delivery system 100 realizes a number of advantagesover existing message delivery systems. The use of intelligent messagestorage technology overcomes the aforementioned problems with systemsthat employ “dumb connections” to a business telephone system 2. Thescreens generated by the message on-hold delivery system 100, andtransmitted to the operator, allows the operator to select messagesavailable at the message on-hold delivery system 100 for playback via athe business telephone system 2 as well as to define multiple playlists,and to associate each playlist with a set of telephone extension numbersor telephone lines connected to the business telephone system 2. Thus,callers calling particular telephone extensions and placed on hold willhear the messages defined in the playlist associated with the calledtelephone extension. Furthermore, the order in which the messages are tobe played can be defined. Thus, managers of private and publicorganizations can use the messaging on-hold delivery system 100 toprogram the information they wish to provide their customers via atelephone system or other audio and/or visual advertising device from alocation at any time during the day or evening, efficiently andcost-effectively.

The present invention has been described with reference to certainexemplary embodiments thereof. However, it will be readily apparent tothose skilled in the art that it is possible to embody the invention inspecific forms other than those of the exemplary embodiments describedabove. This may be done without departing from the spirit and scope ofthe invention. The exemplary embodiments are merely illustrative andshould not be considered restrictive in any way. The scope of theinvention is defined by the appended claims and their equivalents,rather than by the preceding description.

What is claimed is:
 1. An on-hold messaging system, comprising: a business telephone system comprising a plurality of lines or extensions on which a calling party from outside the system may be placed on hold; a storage device for storing a plurality of messages; a message playback device for playing said messages; and a control device for permitting a user of said telephone system to select one or more messages from among said plurality of stored messages and one or more lines or extensions from among said plurality of lines or extensions on which said one or more selected messages are to be played by the message playback device when a caller or called party is placed on hold by said telephone system; wherein the number of said one or more lines or extensions selected using said control device can be less than the total number of said plurality of lines or extensions.
 2. An on-hold messaging system as claimed in claim 1, wherein said control device permits said user to select the order in which said one or more selected messages are to be played by said message playback device on said one or more selected lines or extensions.
 3. The on-hold messaging system of claim 1, wherein said control device permits said user to select a first message from the plurality of messages to be played by said message playback device on a first line or extension from among said plurality of lines or extensions, and to select a second message from said plurality of messages to be played by said message playback device on a second line or extension from among said plurality of lines or extensions, wherein said first message is different from said second message.
 4. An on-hold message system of claim 1, wherein said control device is selected from the group consisting of a proprietary telephone instrument, a standard DTMF telephone, a general purpose computer, a cellular telephone, and a hand-held computer device.
 5. An on-hold message system of claim 1, wherein said message playback device comprises a processing device, and wherein said storage device stores said messages as respective files.
 6. An on-hold message system of claim 1, wherein each of said messages comprises at least one of an audio message, a video message and a multimedia message selectable to be played to the user.
 7. An on-hold message system, comprising: a telephone system comprising a plurality of lines or extensions; and an on-hold message playback device intelligently connected to or integrated with said telephone system and playing messages to outside callers into said telephone system that are placed on hold on one of said lines or extensions; wherein said on-hold message playback device is programmable through a communication device operatively communicating with said telephone system to selectively program at least one message for playback on a selected one of said lines or extensions.
 8. An on-hold message system of claim 7, wherein said on-hold message playback device provides prompts to a user of said telephone system, said on-hold message playback device further being operable to receive response signals from said user.
 9. An on-hold message system of claim 8, wherein at least one of said prompts includes a list of messages which said user can select for playing by said on-hold message playback device.
 10. An on-hold message system of claim 8, wherein said user response signals correspond to a playlist comprising data relating to said plurality of messages, and wherein said on-hold message playback device is operable in response to said user response signals to implement said playlist.
 11. An on-hold message system of claim 8, wherein at least one of said prompts comprises a portion of a message playable by said on-hold message playback device.
 12. An on-hold message system of claim 8, wherein at least one of said prompts includes a list of messages which said user can select for playing by said on-hold message playback device.
 13. An on-hold message system of claim 12, wherein said current playlist and said pending playlist comprise reference codes corresponding to selected messages.
 14. An on-hold message system of claim 12, wherein said pending playlist comprises a date and time corresponding to when said pending playlist is to be implemented by said message playback device.
 15. A method of operating a message playback device to play on-hold messages through a telephone system, comprising the steps of: storing a library of discrete and individually accessible messages for playing by said message playback device; storing information for uniquely identifying each of said messages in a memory of said message playback device; selecting at least one of said messages from said library for playing by said message playback device; selecting at least one line or extension of a telephone system on which said message playback device is to play said at least one selected message, wherein the number of lines or extensions selected can be less than the total number of lines or extensions of the telephone system; and playing at least a portion of said at least one selected message on said message playback device to an outside party placed on hold on said at least one line or extension.
 16. The method of claim 15, wherein said stored information comprises at least one of a title and an identification code.
 17. The method of claim 15, further comprising the steps of: generating and transmitting prompts relating to said stored messages to a control device; and using said control device to transmit response signals to said message playback device corresponding to said at least one selected message.
 18. The method of claim 17, further comprising the steps of: receiving said response signals at said message playback device; and accessing said at least one selected message from said library.
 19. The method of claim 17, wherein said messages are stored on at least one optical disc. 